Guest Relations Agent

Company Description

Established in 2000 in Turkey, Rixos pioneers the ‘ALL Inclusive, ALL Exclusive’ concept, inviting guests to discover a world of possibilities, with luxurious stays, inclusive of culinary delights from around the globe, live entertainment, daily sports, and fitness activities, sensorial spa and wellness journeys and fun-filled kids and teens activities. Each Rixos property presents a unique experience inspired by local culture, global influences, and our Turkish heritage, all within a setting of unparalleled luxury.

Job Description

We are seeking an enthusiastic and customer-focused Guest Relations Agent to join our team in the beautiful island of Phu Quoc, Vietnam. As a Guest Relations Agent, you will be the primary point of contact for our esteemed guests, ensuring their stay is nothing short of exceptional.

• Welcome and assist guests upon arrival, providing a warm and professional check-in experience
• Serve as the main point of contact for VIP guests, ensuring all departments are briefed on their specific requirements
• Manage the Guest Relations Desk in the hotel lobby, addressing inquiries and requests promptly
• Coordinate with various departments to ensure guest rooms, especially VIP accommodations, meet the highest quality standards
• Anticipate and fulfil guest needs, consistently exceeding expectations
• Handle guest complaints and concerns with empathy and professionalism, seeking timely resolutions
• Maintain up-to-date knowledge of hotel services, amenities, and local attractions
• Coordinate special requests and arrange personalised experiences for guests
• Ensure compliance with all hotel service standards and procedures
• Participate in departmental meetings and contribute ideas for service improvement
• Promote hotel services and upsell when appropriate
• Maintain accurate guest records and preferences in the hotel's property management system

Qualifications

• Proven experience in guest relations within the hospitality, leisure, or entertainment sectors
• Excellent command of English; knowledge of additional languages is advantageous
• Strong interpersonal and communication skills, with the ability to build rapport with guests from diverse backgrounds
• Demonstrated ability to handle challenging situations and resolve conflicts effectively
• Exceptional personal presentation and a professional demeanour
• Strong attention to detail and ability to multitask in a fast-paced environment
• Computer literacy, including proficiency in property management systems (PMS) and Microsoft Office programmes
• Passion for delivering outstanding guest experiences and exceeding service expectations
• Ability to work collaboratively in a team environment
• Flexibility to work various shifts, including weekends and holidays
• Knowledge of Vietnamese culture and customs, with an understanding of local attractions and services in Phu Quoc
• Calm and composed demeanour, even under pressure
• Willingness to continuously learn and adapt to new challenges
• Ability to anticipate guest needs and take proactive measures to ensure guest satisfaction

Additional Information

What awaits you...

• The opportunity to join an international and innovative and fast-growing group, committed not only to building new hotels, but to creating a global brand.
• The ability to challenge the norm and work in an environment that is both creative and rewarding.
• Be part of a team that is very passionate about creating great hospitality experiences and exploring new locations with every opportunity.
• A competitive package and plenty of development opportunities.